In September 2017, Akamai commissioned Forrester Consulting to examine how companies approach digital experience and digital security. A survey of over 350 IT executives around the world found that:
Customer trust is at an all-time low and it’s hurting growth
Executives are aware that customer trust is becoming critical to success
Companies struggle to balance security with digital experience
Failure to deliver on security impacts brand reputation, customer trust, and revenues
This report, Drop A Pin At The Intersection Of Digital Experience And Security, shares insights into these findings and what sets top digital businesses apart.
TIBCO Spotfire is the premier data discovery and analytics platform, which provides powerful capabilities for our customers, such as dimension-free data exploration through interactive visualizations, and data mashup to quickly combine disparate data to gain insights masked by data silos or aggregations.
Robotic process automation (RPA) promises huge gains for business services, including lower costs, better market insight and an improved customer experience. But implementing RPA requires a clear plan of action.
Download this guide to:
• understand the different types of automation
• rethink myths around automation that could be holding you back
• plan the first 100 days of your RPA journey
• understand how to manage change as you integrate ‘bots’ into your workforce
• get key insights from more than 50 automation projects worldwide.
As the information age matures, data has become the most
powerful resource enterprises have at their disposal. Businesses
have embraced digital transformation, often staking their
reputations on insights extracted from collected data. While
decision-makers hone in on hot topics like AI and the potential of
data to drive businesses into the future, many underestimate the
pitfalls of poor data governance. If business decision-makers can’t
trust the data within their organization, how can stakeholders and
customers know they are in good hands? Information that is not
correctly distributed, or abandoned within an IT silo, can prove
harmful to the integrity of business decisions.
In search of instant analytical insights, businesses often prioritize data
access and analysis over governance and quality. However, without
ensuring the data is trustworthy, complete and consistent, leaders
cannot be confident their decisions are rooted in facts and reality
Published By: Genesys
Published Date: Jun 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect.
Learn how you can move beyond single interactions with true omnichannel routing:
• Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency
• Enable seamless transitions between digital self-service and live employee contact
• Replace single, random interactions with thoughtfully designed and optimized customer journeys
Published By: Genesys
Published Date: Jun 13, 2018
Compare leading contact center infrastructure vendors.
In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises.
And according to Gartner peer insights, customers agree.
“Great implementation that was on-time and on-budget!” 1
— CTO in the finance industry
“Solid platform with a lot of features at a reasonable cost.” 1
— IT Manager of Software Engineering in the Services Industry
Get the report now to learn:
• How contact center vendors compare and which quadrant they are aligned to
• Analyst views on the strengths and cautions of all participating vendors
• How to evaluate key criteria to guide your decision-making process
Discover how data management platforms can enable marketers to tackle growing data challenges, create powerful customer insights, and set up marketing campaigns that will increase revenues and significantly decrease wasted effort.
Published By: Adverity
Published Date: Jun 15, 2018
In this whitepaper, we take a closer look at some of the biggest challenges facing e-commerce businesses, namely understanding your data in general and, more precisely, your customer acquisition costs (CAC).
It's full of inspiration, useful tips and actionable insights for you to step up your marketing game.
In order to reap the fruits from your data seeds, you have to make sure you tackle these five challenges full-frontal:
Knowing what data to capture
Understanding customer behaviour
Finding your technology solution
Ensuring analysis is impartial
Optimising website content - especially for your offline users
It always surprises me that as eCommerce marketers we give lip service to the importance of testing, buy many of us don't take the time to fine-tune our email programs. If you are able to identify a few elements through testing that resonate with your customers and then employ those insights in your ongoing program, the improvements may be sustainable over time.
Today, ERP is a cornerstone of many organisations’ tech infrastructure. Yet many of the solutions in play are legacy products, decades old and designed for an entirely different business landscape.
With industry leaders expressing concern that out-of-date ERP solutions have now become an impediment to competitive business, IDC set out to uncover what exactly modern companies need from their ERP systems, and why SAP S/4Hana seems so well placed to deliver.
The Games industry is growing at break-neck speed, surpassing growth rates of the
Entertainment industry as a whole. Many Games industry players are joining the race to win-over
the coveted online games audience. Developing new games that not only draw in audiences,
but also keep them engaged is an on-going challenge. Recently we solicited feedback from
more than 150 Akamai global games customers to gain industry insights into the challenges and
opportunities their faced with each day. We would like to share their responses with you.
Leading companies and technology providers are rethinking the fundamental model of analytics, and the contours of a new paradigm are emerging. The new generation of analytics goes beyond Big Data (information that is too large and complex to manipulate without robust software), and the traditional narrow approach of analytics which was restricted to analysing customer and financial data collected from their interactions on social media. Today companies are embracing the social revolution, using real-time technologies to unlock deep insights about customers and others and enable better-informed decisions and richer collaboration in real-time.
In the age of the customer, businesses realize the need to take their big data insights further than they have before, in order to win, serve, and retain their customers. Today’s modern company has more data than ever before and is now looking to derive insights from the data that will help propel it forward. As firms move data analytics to the cloud, there is a new set of challenges and barriers to overcome, but with the help of insights-platforms-as-a-service, companies will be able to innovate with data and drive business forward.
Published By: Freshdesk
Published Date: Aug 15, 2016
Every helpdesk agent at every customer support team, anywhere in the world, dreams about Inbox Zero. However as most businesses grows from just a handful of support queries to hundreds of customers chocking the support hotline, they make the mistake of going on a hiring binge to reach that elusive promised land.
The only problem? Hiring more support staff may not be the best way to scale up your customer support. This whitepaper talks about how you can scale your customer support without blindly scaling the team, with tips, ideas and insights like:
- How to puncture the customer support hot-air balloon
- Proactively identifying red flags and overloads
- Top 4 things to know before you hire
- Monitoring, understanding and reporting support trends
- Tips to streamline your support process
Businesses in virtually every industry are using location data to better understand their customers and users. By knowing how people move through and interact with a venue, businesses can gain valuable insights to optimize their locations and engage customers at the point of decision. However, contextual customer information is only as valuable as its accuracy. And when it comes to capitalizing on location data, a meter is worth more than a kilometer.
The Industrial Internet of Things (IIoT) is flooding today’s industrial sector with data. Information is streaming in from many sources — equipment on production lines, sensors at customer facilities, sales data, and much more. Harvesting insights means filtering out the noise to arrive at actionable intelligence.
This report shows how to craft a strategy to gain a competitive edge. It explains how to evaluate IIoT solutions, including what to look for in end-to-end analytics solutions. Finally, it shows how SAS has combined its analytics expertise with Intel’s leadership in IIoT information architecture to create solutions that turn raw data into valuable insights.
Delivering exceptional customer experiences has become a key differentiator for top organizations today. Now you can see where your peers and competitors stand in the new Forbes Insights report Data Elevates the Customer Experience. This report is a comprehensive follow-up to an October 2015 preliminary pulse survey conducted among 105 executives of large global organizations. It identifies three categories of organizations – leaders, explorers and laggards – and measures the progress they have made with the data-driven customer experience based on three key pillars: organization (people), openness (data) and orchestration (processes). Read the results, find out where you stand and glean some new ideas from your peers about how to elevate the customer experience.
To select the best payroll provider possible, who better to ask than your peers? With more than 400,000 reviews from real software users, the G2 Crowd business software review platform will help you confidently make the right choice.
The G2 Crowd payroll report compares how providers rank in terms of customer satisfaction, specific features, industries, and more. To help you evaluate your payroll options, get this FREE copy of the G2 Crowd payroll report (a $599 value).
This exclusive research includes:
· Detailed profiles of 27 payroll providers
· Ranking based on customer feedback
· Assessment of implementation, integration, support, and ease of use
· Actionable insights to help you decide
What do these market-defining trends have in common?
· Analytics for all
· Analytics as competitive differentiator
· Internet of Things
· Artificial intelligence/Machine learning/Cognitive computing
· Real-time analytics/event management
They all rely on data – timely, accurate data delivered within an insightful context – to deliver value. The question is: who in the enterprise is most qualified and prepared to help deliver on the vision and values of the data-driven enterprise?
It’s going to take a special type of professional to deliver that value to enterprises. Organizations are seeking professionals to step forward and take the lead, provide guidance and lend expertise to move into the brave new world of digital. The move to digital and all that it entails – sophisticated data analytics, online customer engagement and digital process efficiency – requires, above all, the skills and knowledge associated with handling data and turning it into insights. The move to digital i
Published By: Dialpad
Published Date: Apr 19, 2016
Today, everything about the way we work has changed. Your employees, customers, and extended ecosystem have greater expectations than ever before, and the voice and unified communication solution you select is one of the most important decisions you can make toward a collaborative, connected, and productive workforce.
This list gives you some of the most important questions to include in an RFP this year, as well as key insights about how these will play out for your business.
Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack.
Download this Forrester Wave report to
With global opportunities on the rise,. having a multilingual workforce has become a critical market success factor. Language proficiency and awareness of a market's culture, local customs, and business traditions conveys respect for customers and colleagues, which leads to greater trust and improved business results.
Businesses are providing language-learning resources that prepare employees to engage in these markets. Forbes Insights and Rosetta Stone surveyed 200+ executives globally to understand the impact of language training on companies and employees. Read this guide to learn the key themes and data from the report.
In our 26-criteria evaluation of digital intelligence
(DI) platform providers, we identified the 10 most
significant ones — Adobe, Cxense, Evergage,
Google, IBM, Localytics, Mixpanel, Optimizely,
SAS, and Webtrekk — and researched, analyzed,
and scored them. This report shows how each
provider measures up and helps customer
insights (CI) professionals make the right choice.
Discover how data management
platforms can enable marketers
to tackle growing data challenges,
create powerful customer insights,
and set up marketing campaigns
that will increase revenues and
significantly decrease wasted effort.